The Effortless Experience Audiobook Summary
Everyone knows that the best way to create customer loyalty is with service so good, so over the top, that it surprises and delights. But what if everyone is wrong?
In their acclaimed bestseller The Challenger Sale, Matthew Dixon and his colleagues at CEB busted many longstanding myths about sales. Now they’ve turned their research and analysis to a new vital business subject—customer loyalty—with a new book that turns the conventional wisdom on its head.
The idea that companies must delight customers by exceeding service expectations is so entrenched that managers rarely even question it. They devote untold time, energy, and resources to trying to dazzle people and inspire their undying loyalty. Yet CEB’s careful research over five years and tens of thousands of respondents proves that the “dazzle factor” is wildly overrated—it simply doesn’t predict repeat sales, share of wallet, or positive wordof-mouth. The reality:
Loyalty is driven by how well a company delivers on its basic promises and solves day-to-day problems, not on how spectacular its service experience might be. Most customers don’t want to be “wowed”; they want an effortless experience. And they are far more likely to punish you for bad service than to reward you for good service.
If you put on your customer hat rather than your manager or marketer hat, this makes a lot of sense. What do you really want from your cable company, a free month of HBO when it screws up or a fast, painless restoration of your connection? What about your bank—do you want free cookies and a cheerful smile, even a personal relationship with your teller? Or just a quick in-and-out transaction and an easy way to get a refund when it accidentally overcharges on fees?
The Effortless Experience takes readers on a fascinating journey deep inside the customer experience to reveal what really makes customers loyal—and disloyal. The authors lay out the four key pillars of a low-effort customer experience, along the way delivering robust data, shocking insights and profiles of companies that are already using the principles revealed by CEB’s research, with great results. And they include many tools and templates you can start applying right away to improve service, reduce costs, decrease customer churn, and ultimately generate the elusive loyalty that the “dazzle factor” fails to deliver.
The rewards are there for the taking, and the pathway to achieving them is now clearly marked.
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The Effortless Experience Audiobook Narrator
Matthew Dixon is the narrator of The Effortless Experience audiobook that was written by Matthew Dixon
About the Author(s) of The Effortless Experience
Matthew Dixon is the author of The Effortless Experience
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The Effortless Experience Full Details
Narrator | Matthew Dixon |
Length | 6 hours 36 minutes |
Author | Matthew Dixon |
Category | |
Publisher | Penguin Random House Audio Publishing Group |
Release date | May 01, 2024 |
ISBN | 9780593163603 |
Subjects
The publisher of the The Effortless Experience is Penguin Random House Audio Publishing Group. includes the following subjects: customer, customer loyalty, business, customer experience, customer service, the challenger sale, traction book, economics, business books, consumer behavior, psychology, economy, advertising, money, branding, influence, traction, psychology books, marketing books, economics books, behavioral economics, advertising books, marketing, personal development, management, leadership, self help, career, work, productivity, sales, improvement, organization, technology, entrepreneurship, professional development, design, business management, Business & Economics, Consumer Behavior, Business & Economics, Customer Relations, Business & Economics, Marketing, Direct The BISAC Subject Code is Business & Economics, Consumer Behavior
Additional info
The publisher of the The Effortless Experience is Penguin Random House Audio Publishing Group. The imprint is Penguin Audio. It is supplied by Penguin Random House Audio Publishing Group. The ISBN-13 is 9780593163603.
Global Availability
This book is only available in the United States.
Frequently asked questions
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